Workforce Management Analyst III

2 days ago

Hopkins, MN, United States Medica Full time

Medica is a nonprofit health plan with more than a million members that serves communities in Minnesota, Nebraska, Wisconsin, Missouri, and beyond. We deliver personalized health care experiences and partner closely with providers to ensure members are genuinely cared for.

We're a team that owns our work with accountability, makes data-driven decisions, embraces continuous learning, and celebrates collaboration — because success is a team sport. It's our mission to be there in the moments that matter most for our members and employees. Join us in creating a community of connected care, where coordinated, quality service is the norm and every member feels valued.

The Workforce Management Analyst develops volume forecasts based on historical and modified/expected internal and external trends. Justifies volume forecast using appropriate assumptions and business rationale. Performs other duties as assigned.

Key Accountabilities

  • Develops FTE forecast within an operational budget using productivity assumptions and related improvements for a specific business area
  • Reconciles forecasts and assumptions in a workforce management model
Required Qualifications
  • Bachelor's degree or equivalent experience in related field
  • 5 years of work experience beyond degree
Preferred Qualifications
  • Prior medium to large operational call-center background preferred
  • Ability to create, maintain, and provide accurate forecasts and optimized schedules to successfully meet service level targets and align with annual budget management goals
  • Advanced skills with Microsoft Excel, and data analytics
  • Ability to prioritize workload, meet deadlines, and perform multiple tasks with an attention to detail.
  • Strong organization, problem-solving, and analytical skills
  • Ability to communicate clearly and professionally to all levels of management
  • Prior experience with Five9 and Verint preferred. Experience with Avaya CMS Supervisor acceptable
  • Prior experience with data visualization tools such as QlikSense, Tableau, or Power BI preferred


This position is an Office role, which requires an employee to work onsite, on average, 3 days per week. We are open to candidates located near one of the following office locations: Minnetonka, MN or Madison, WI.

The full salary grade for this position is $68,800 - $118,000. While the full salary grade is provided, the typical hiring salary range for this role is expected to be between $68,800 - $103,215. Annual salary range placement will depend on a variety of factors including, but not limited to, education, work experience, applicable certifications and/or licensure, the position's scope and responsibility, internal pay equity and external market salary data. In addition to compensation, Medica offers a generous total rewards package that includes competitive medical, dental, vision, PTO, Holidays, paid volunteer time off, 401K contributions, caregiver services and many other benefits to support our employees.

The compensation and benefits information is provided as of the date of this posting. Medica’s compensation and benefits are subject to change at any time, with or without notice, subject to applicable law.

Eligibility to work in the US: Medica does not offer work visa sponsorship for this role. All candidates must be legally authorized to work in the United States at the time of application. Employment is contingent on verification of identity and eligibility to work in the United States.

We are an Equal Opportunity employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.

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